Customer Support Advisor

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Address customer concerns related to purchases, orders, shipping, setup, connectivity, and warranties.

• Offer comprehensive responses with detailed guidance and effective solutions.

• Provide customer service via chat, email, and phone.

• Manage inquiries, troubleshoot issues, and disseminate information.

• Proactively identify and mitigate potential problems before they impact customers.

• Work collaboratively with other teams to pinpoint recurring issues and foster continuous improvement.

• Stay updated on clients’ products and services.

• Develop and revise knowledge base articles for both internal and customer use.

• Exhibit empathy and active listening during customer engagements.

• Clearly convey complex concepts.

• Adhere to established quality standards.

• Engage in regular training sessions.

⛳️ Requirements

• A minimum of 2–3 years of demonstrated experience in customer service, particularly in live interactions via chat, email, and/or phone channels.

• Proficient in supporting and troubleshooting technical inquiries.

• Possess a growth-oriented and curious mindset, with the capability to adapt to evolving policies and guidelines.

• Ability to function independently and collaboratively in a dynamic environment.

• Skilled in resolving issues related to orders, shipping, connectivity, and operations.

• Exceptional English written and verbal communication skills at C2 level.

• Experience assisting US and/or UK customers is a plus.

• A strong commitment to delivering outstanding customer service and surpassing customer expectations.

• Capability to manage challenging customer interactions with professionalism.

• Availability for rotational shifts between 8am and 8pm, including weekends.

🏝️ Benefits

• Work-from-home opportunity based in Portugal.

• An Oura Ring provided for customer support.

• Monthly internet allowance of €20.

• Meal card allowance of €10.46 for each working day.

• Permanent employment contract.

• Equipment will be provided.

• Home office allowance (one-time payment and claim).

• Buddy program upon joining.

• Access to an Online Gym and Wellbeing Studio.

• Opportunities for professional growth.

• Enjoyable company events and team outings.

• Autonomy and responsibility in your role.